Senior Remote Customer Success Manager – Nonprofit Grants Platform – Champion Growth, Impact, and Customer Delight at brighthush

About brighthush

brighthush is a mission‑driven SaaS company that empowers nonprofits to secure, manage, and maximize the impact of their grant funding. Since our founding in 2016, we have grown into a vibrant community of 51‑200 passionate professionals dedicated to simplifying the grant lifecycle—from discovery and application to reporting and renewal. Our platform is trusted by thousands of organizations worldwide, helping them focus on what matters most: creating positive social change. At brighthush, technology is a catalyst, not a barrier, and every line of code is written with the goal of amplifying the mission of our customers.

Why brighthush?

Our culture is built on four pillars that set us apart in the SaaS ecosystem:

• Impact‑first mindset: Every feature, conversation, and decision is measured against the real‑world benefits we deliver to our customers.
• Collaboration & transparency: We thrive on open communication, cross‑functional teamwork, and a shared commitment to continuous improvement.
• Growth & learning: Whether you’re a seasoned professional or early in your career, we provide mentorship, training, and the autonomy to experiment and innovate.
• Flexibility & work‑life balance: As a fully remote company, we trust our team to manage their own schedules while staying connected through regular virtual huddles and bi‑annual retreats.

Role Overview

As a Senior Remote Customer Success Manager at brighthush, you will be the trusted partner for our nonprofit and grant‑writing customers. You will own the entire post‑sale journey—from onboarding and engagement to retention and expansion—ensuring that each account realizes maximum value from our platform. Your strategic insights and consultative approach will help shape product enhancements, drive renewal success, and uncover new growth opportunities. You will be the voice that translates customer needs into actionable business outcomes, while championing the mission of nonprofits worldwide.

Key Responsibilities

• End‑to‑end account ownership: Lead onboarding, adoption, and expansion initiatives across a portfolio of 100‑200 nonprofit accounts, ensuring a seamless transition from sales to success.
• Relationship building: Cultivate deep, trust‑based relationships with C‑suite leaders, program directors, and grant managers. Craft compelling narratives that highlight ROI and unlock new opportunities.
• Strategic account planning: Conduct regular business reviews, develop tailored success plans, and identify upsell or cross‑sell opportunities aligned with each customer’s goals.
• Renewal & expansion management: Own the annual contract renewal cycle, ensuring smooth negotiations, timely renewals, and proactive risk mitigation.
• Data‑driven health monitoring: Analyze adoption metrics, budget utilization, and stakeholder engagement to surface risks early and recommend corrective actions.
• Consultative partnership: Share product knowledge, best practices, and industry trends to help customers achieve year‑over‑year success.
• Cross‑functional collaboration: Work closely with Sales, Product, Marketing, and Customer Enablement to align on customer needs and drive holistic solutions.
• Voice of the customer: Capture and channel customer feedback to product and revenue teams, influencing roadmap priorities and feature enhancements.
• Process improvement: Identify gaps in onboarding, training, or support processes and champion initiatives that elevate the customer experience.

Essential Qualifications

• 4+ years of experience in Customer Success, Account Management, or a similar role within a SaaS environment.
• Proven track record of managing complex renewal cycles and driving revenue growth.
• Exceptional relationship‑building skills, including navigating challenging conversations with senior leaders.
• Strong written and verbal communication—able to translate complex technical concepts into clear, actionable insights.
• Comfort with ambiguity and rapid change; a proactive, ownership‑driven mindset toward process improvement.
• Experience working remotely with a distributed team.
• Familiarity with G Suite, Zoom, Slack, Intercom, and HubSpot.

Preferred Qualifications

• Background in nonprofit development or direct experience serving nonprofit customers.
• Experience in an early‑stage startup environment, where agility and cross‑functional collaboration are paramount.
• Demonstrated success in scaling adoption, retention, and upsell metrics across a large portfolio.
• Knowledge of grant‑management processes, funding cycles, and compliance requirements.
• Experience with customer success tools such as Gainsight, Totango, or similar platforms.

Skills & Competencies

• Strategic thinking: Ability to see the big picture while managing day‑to‑day execution.
• Analytical mindset: Comfortable working with data to uncover insights and drive decisions.
• Influence & negotiation: Skilled at persuading stakeholders and negotiating mutually beneficial outcomes.
• Empathy & active listening: Deeply understand customer pain points and respond with tailored solutions.
• Project management: Manage multiple initiatives simultaneously, ensuring timely delivery.
• Collaboration: Thrive in a cross‑functional environment, building strong partnerships across teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will:

• Participate in a structured mentorship program with senior leaders in Customer Success, Product, and Sales.
• Attend industry conferences, webinars, and workshops—both virtual and in‑person—to stay ahead of nonprofit and SaaS trends.
• Lead cross‑functional projects that influence product roadmap and go‑to‑market strategies.
• Progress to senior Customer Success Manager, Director of Customer Success, or even VP of Customer Success roles.
• Earn certifications in customer success, project management, or nonprofit fundraising as part of our learning budget.

Work Environment & Culture

brighthush is a fully remote company that values flexibility, trust, and collaboration. Our team members enjoy:

• Regular virtual team huddles and town‑hall meetings to keep everyone aligned.
• Bi‑annual retreats that blend professional development with team bonding and wellness activities.
• A culture of psychological safety where ideas are welcomed, and constructive feedback is the norm.
• Access to a digital collaboration hub that supports seamless communication across time zones.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, we offer a competitive total rewards package that includes:

• Fully covered health, dental, and vision insurance for employees (50% coverage for dependents).
• Generous paid time off (PTO) policy, including parental leave and flexible vacation days.
• 401(k) retirement plan with company match.
• Company‑provided laptop and home‑office stipend to ensure you have the tools you need.
• Annual performance bonuses tied to customer success metrics.
• Professional development stipend for courses, certifications, and conferences.
• Access to a wellness program that includes mental health resources and fitness reimbursements.

How to Apply

If you are passionate about empowering nonprofits, thrive in a fast‑paced SaaS environment, and are ready to take ownership of customer success at a company that values impact, we want to hear from you. Submit your application through our careers portal or click the link below to join the brighthush team.